Understanding and optimising how to  attract, catch and keep new customers  is the very life blood of any business. 

You have to know where to find them - so that you can be there so they can find you.

You have to know how to serve and convert them from being interested in your service into a profitable  paying customer.

And you have to know how to get them to love you and turn them into a raving fan so that you can capture their lifetime value, reviews and referrals - ensuring you don’t leave money on the table for your competitors.

No amount of marketing money will ever balance out poor or sloppy service delivery and create long term wealth generation in your business.  It is your customer service, the way you behave towards the people who are trusting you with their money and letting you into their homes that will win the day for you - when you are up close and personal.

Your customer journey is where you get to stand out, personal service, quality, attention to detail, keeping your promises and being memorable.  It is where you plant the seeds for long term success and sustainable growth, and it is largely behavioural, so little cash investment is required.

We call part of this journey  The Human Connection. Think this through properly as this is where the gold is hiding in your business right now.  How much more could you do to woo your customers and capture their hearts?

If you really explored and expanded on this - how much additional cash would this be worth to you over the next five years?